Customer Service Officer

EBTS Pro Assist; Hasselt; Hybride; EUR 28 000 - 36 000; Plein temps

Résumé du poste

AXA Truck & Trailer Uptime Solutions in Hasselt is seeking a Customer Service Officer for a full-time, hybrid role. You will respond to customer inquiries by phone, email and digital channels, log and update cases, monitor incidents, and keep customers informed about progress to ensure uptime.

You will coordinate solutions with internal and external partners, identify recurring issues and suggest process improvements to deliver a consistently high customer experience.

Qualifications

• Strong Interpersonal Skills to communicate clearly, build trust, and collaborate effectively with customers and colleagues.
• Experience in Customer Service and Customer Support, including handling inquiries, resolving problems, and managing service requests.
• Ability to drive Customer Satisfaction and enhance Customer Experience through empathy, responsiveness, and solution-focused thinking.
• Excellent spoken and written communication skills, English, Dutch and other languages on native level.
• Ability to work in a hybrid environment, manage time independently, and stay organized with multiple cases and priorities.
• Comfort with using contact center tools, CRM systems, and standard office software.
• Previous experience in a customer-facing, service-oriented role is an advantage.
• Availability for occasional flexible hours or shifts depending on operational needs.

Responsabilités

• Log and update cases in the system and monitor ongoing incidents.
• Keep customers informed about progress and resolutions to ensure uptime.
• Coordinate solutions with internal and external partners and follow up on issues.
• Identify recurring issues and suggest improvements to processes.
• Contribute to a consistently high customer experience.

Connaissances

Interpersonal Skills

Customer Service Experience

Empathy and Problem Solving

Communication (English)

Description du poste

Company Description

In road transport, every minute of downtime has a direct impact on operations and performance. That is why AXA Truck & Trailer Uptime Solutions supports its partners before, during and after an incident, with a network designed to maximize vehicle availability and ensure business continuity.

Role Description

The Customer Service Officer is a full-time, hybrid role based in Hasselt, with the option to work from home part of the time. In this role, the individual responds to customer inquiries via phone, email, and digital channels, ensuring timely and accurate information and assistance. The Customer Service Officer handles service requests, coordinates solutions with internal and external partners, and follows up to ensure issues are resolved and customers remain operational. Daily tasks include logging and updating cases in the system, monitoring ongoing incidents, and keeping customers informed about progress. The role also involves identifying recurring issues, suggesting improvements to processes, and contributing to a consistently high customer experience.

Qualifications

• Strong Interpersonal Skills to communicate clearly, build trust, and collaborate effectively with customers and colleagues.
• Experience in Customer Service and Customer Support, including handling inquiries, resolving problems, and managing service requests.
• Ability to drive Customer Satisfaction and enhance Customer Experience through empathy, responsiveness, and solution-focused thinking.
• Excellent spoken and written communication skills, English, Dutch and other languages on native level.
• Ability to work in a hybrid environment, manage time independently, and stay organized with multiple cases and priorities.
• Comfort with using contact center tools, CRM systems, and standard office software.
• Previous experience in a customer-facing, service-oriented role is an advantage.
• Availability for occasional flexible hours or shifts depending on operational needs.